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Arkik Customer Success Manager

hace 2 meses

Saltillo, Coahuila de Zaragoza, México Cemex A tiempo completo

Job Summary

The Customer Success Manager will lead and coordinate the Customer Success team to ensure the deployment of Arkik's Ready Mix Suite offering, encompassing service strategy definition, prospecting support, solution implementation, operational continuity, and client success with the use of Arkik's Ready Mix Suite.

Main Responsibilities

  • Define the Customer Success team strategy, including facilities, visits, and plant maintenance plans.
  • Ensure customer satisfaction with the Arkik automation platform.
  • Provide technical advice to clients during the prospecting process in coordination with Commercial and Technical Advisors for offer deployment.
  • Ensure the integrity of collaborators and client personnel during technical visits and implementations.
  • Define resource allocation (manpower and equipment) to comply with system implementation.
  • Define implementation dates & trainings with clients.
  • Manage internal and external client satisfaction regarding the service provided by the automation team during system implementation.
  • Manage travel expenses during client visits.
  • Provide technical support to internal and external clients.
  • Manage and administer Arkik's assets and CAPEX.
  • Analyze project profitability.
  • Administer the correct allocation and disbursement of authorized capital.
  • Plan and provision (purchases, labor, spare parts, and travel expenses) to ensure the operational continuity of the concrete plant automation project.
  • Support improvement projects for the evolution of the Arkik platform.
  • Define new functionalities with the development team based on client feedback.
  • Manage functional and laboratory tests.

Position Challenges

  • Ensure that Arkik Ready Mix Suite exceeds market expectations as a technical-commercial value offer and becomes the business partner of independent concrete producers.
  • Provide technical advice to clients on possible physical adaptations to the plant to increase productivity.
  • Provide advice to promptly resolve automation platform issues to prevent interruptions in our clients' concrete supply.
  • Ensure that automation team collaborators have the necessary tools, platforms, and service attitude to provide quality support to clients.
  • Ensure implementation without accidents and incidents in coordination with the team at client facilities.
  • Meet commitment dates in system implementation with clients.
  • Ensure availability of hardware and budget for project operational continuity.

Qualifications

  • General Engineering (Mechatronic, Electronic, Mechanic, Electrician, or Mechanical Administrator)
  • Master's Degree in Administration - desirable
  • Ability to work in both operational and administrative areas
  • Availability to travel, including weekends
  • Ability to provide remote help/support (phone and web)
  • Leadership and Project Management skills
  • Concrete business knowledge (Desirable)
  • 2 to 3 years in maintenance areas
  • 2 to 3 years of Project Management (Objective, Scope, Organization, Implementation, and definition of Deliverables)
  • Knowledge of PLC (Desirable)
  • Commercial skills, two years of experience desirable
  • Service attitude
  • Teamwork
  • Effective communication
  • Achievement & customer orientation
  • Process design and reengineering
  • Interpretation of electrical diagrams
  • Intermediate level English language skills
  • Efficient Office management
  • Data Analysis

Internal/External Relations

  • Internal Relations
  • Commercial Directors
  • Commercial Managers
  • Commercial Sales Force
  • Technical and Concrete Quality Advisors
  • External Relations
  • Concrete producing business owners
  • Production Managers
  • Quality Managers
  • Maintenance Managers